Excellence in Customer Service
– a Masterclass for Insurance Professionals
Looking for a way to stand out in a crowded market? This is your edge! In this high-impact workshop, you’ll build essential skills like effective communication, conflict resolution, and active listening—tools that turn challenging conversations into lasting relationships. Whether you’re in claims, underwriting, broking, or client service, this course is designed for every insurance professional—no matter your title or experience. It’s flexible, practical, and built for the real world.
Boost client satisfaction. Drive retention. Fuel growth—without burning out.
Elevate your service. Differentiate yourself. Enroll today.
What You Will Learn
Enhance Customer Satisfaction
Boost Communication and Problem-Solving
Manage Expectations and Difficult Situations
Strengthen Empathy and Productivity
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From $35 US a month
Learning Objectives
Upon completing this course you’ll be equipped to:
- Recognize the principles and importance of developing a customer-centric mindset;
- Explain the significance of using positive communication techniques to build trust and rapport with customers;
- Apply appropriate language and techniques to effectively manage customer expectations in various scenarios;
- Evaluate and distinguish between empathy and active listening behaviors and their impact on customer interactions;
- Construct strategies for problem-solving, decision-making, and conflict resolution tailored to specific customer service situations;
- Assess and critique your own time management techniques and productivity levels within a customer service context, identifying areas for improvement.
Who Should Take This Course?
- Customer service representatives and frontline staff seeking to enhance their communication and problem-solving skills;
- Managers and team leaders looking to improve customer satisfaction, team productivity and employee retention;
- Individuals new to customer-facing roles who wish to develop foundational skills in customer service excellence.
Course Curriculum
- Course Introduction
- Course Objectives
- Course Resources
- Introduction – The importance of customer service today
- Customer service is everyone’s job
- Reflection Exercise – How does your role impact your customers, team and organization?
- Finding your intrinsic motivation
- Reflection Exercise – Connect your work to your personal values
- Chapter 2 Quiz
- Introduction – The importance of positive communication in customer service
- Personalizing your interactions with customers
- Practice Exercise – Personalization strategies
- Using positive tone and language
- Practice Exercise – Use customer-centric language
- Language that triggers negative emotions
- Practice Exercise – Transform negative statements into positive ones
- Avoid accusatory “you” statements
- Practice Exercise – Build constructive and empathetic statements
- Using the right tone
- Mirroring customer language
- Practice Exercise – Practice mirroring language and positive tone
- Chapter 3 Quiz
- Introduction – The science behind customer expectations
- Managing expectations proactively
- Practice Exercise – Addressing customer complaints
- Language for setting clear expectations
- Practice Exercise – Using clear and specific language
- Avoid “absolute” terms
- Practice Exercise – Use balanced language
- Use language that’s easy to understand
- Practice Exercise – Avoid jargon and simplify technical terms
- Under-promise and over-deliver
- Practice Exercise – Managing customer expectations
- Chapter 4 Quiz
- Introduction – The importance of active listening
- How to be an active listener
- Instructions for Self-Assessment – Active Listening Skills
- Self-Assessment – Active Listening Skills
- Validating customer emotions
- Practice Exercise – Empathy
- Asking great questions to clarify information
- Practice Exercise – Asking the right questions
- Paraphrasing and summarizing to confirm understanding
- Practice Exercise – Paraphrase to demonstrate active listening
- Chapter 5 Quiz
- Introduction – Becoming an effective problem-solver
- Root cause analysis
- Practice Exercise – Use root cause analysis
- Brainstorming using mind mapping
- Practice Exercise – Create a mind map
- SWOT analysis
- Practice Exercise – SWOT Analysis
- Chapter 6 Quiz
- Introduction – Challenging customer interactions
- Take ownership
- Practice Exercise – Take ownership
- Use partnership language to propose solutions
- Practice Exercise – Using partnership language
- Set clear expectations and explain next steps
- Practice Exercise – Set expectations and timelines
- Follow up to ensure customer satisfaction
- Practice Exercise – Nurturing relationships
- Chapter 7 Quiz
- Introduction – Emotions can be contagious
- STOP before you engage
- How to stay calm and centered
- Self-Assessment – Managing emotions
- De-escalating upset customers
- Practice Exercise – Using de-escalation steps
- Handling rude and aggressive customers
- Practice Exercise – De-escalating situations
- Overcoming cultural barriers
- Overcoming language barriers
- Practice Exercise – Assisting customers from diverse backgrounds
- Chapter 8 Quiz
- Introduction – Time is money
- Prioritization Matrix
- Practice Exercise – Prioritize your tasks
- Identifying quick wins
- Practice Exercise – Using customer feedback for improvement
- Time blocking
- Batch processing
- Practice Exercise – Plan your day!
- Setting SMART Goals
- Practice Exercise – Set SMART goals
- Chapter 9 Quiz
- Conclusion
- Course Survey
- Excellence in Customer Service – as Masterclass for Insurance Professionals – Final Assessment
About ITC courses
ITC takes pride in delivering high-quality, unbiased courses on professional and management liability insurance and related topics. Designed specifically for online delivery, our courses are interactive, include activities and quizzes, use practical illustrations and real-life case studies and deliver knowledge in bite-sized portions so even just 5 minutes is learning time well spent.
How we build courses
ITC courses are the product of a collaborative approach. We work closely with subject matter experts to build out course content, the ITC design team brings that content to life, and no course is published before undergoing an intense review by an industry panel. Our process also includes post-publication reviews and updates because ITC is committed to delivering quality courses that remain accurate, relevant and up-to-date, long after they are first published.
Testimonials
ITC’s D&O and EPLI courses helped me understand the insurance proposals we receive AND to explain to my executive team and board members the risks we can (and cannot) manage through insurance.
Most insurance courses are either pitched at people learning about the subject for the first time or jump straight into advanced topics. The ITC courses do a great job for all learners and I particularly liked the online format since you can either spend time starting from the beginning or quickly move on to the areas of most interest to you. The course material also went beyond insurance policy language – addressing risk management, claims processes, what buyers should consider, and more.
ITC effectively tackles complex subject matters in a very creative manner. I would highly recommend to anyone looking to broaden their understanding.
Great way to enjoy an evolving subject matter. Thank you ITC, enjoyed that!
I’ve been in the insurance industry for over 20 years and this is by far the best educational material I have seen! Great for new and established professionals!
ITC Education is the perfect platform for busy insurance professionals to expand their knowledge in bite-size, manageable, easy & informative modules. The subject matter is well researched and presented in an engaging and easy-to-understand format. The modules are set up so that you can zero in on a subset or explore the topic more fully – time permitting. The examples are easily applied to real-life situations.
With ITC, you can take any course at any time. For the best learning experience, a prerequisite may be recommended in the course description.
At ITC, we want to hear from you! Our courses are specifically developed to provide relevant and up-to-date training on insurance topics. If there is something you’d like to learn or explore and we don’t have the course, please reach out!
We take pride in providing up-to-date relevant courses! ITC is committed to reviewing all course content at least once a year and making any necessary updates or additions to course materials.
We provide a digital certificate of completion for all successfully completed courses.
All ITC courses and subscriptions are priced in USD.
When you purchase a single course you will receive lifetime access to the course from any device. This includes any future updates to course materials.
We offer a risk-free 30-day money-back guarantee on all our courses. If you are not happy with your ITC course purchase you have up to 30 days from your original date of purchase to contact ITC at [email protected] to request a full refund. All we ask is that you provide us with the reason for your refund request. It is feedback from clients like you that helps us to improve our courses.
When you sign up for an ITC subscription, you’ll immediately have unlimited access to the entire course library and you can cancel at any time. But why would you want to? Having ongoing access to course materials means you can refer back anytime you like, brush up on important concepts, or even retake those sections that you keep forgetting (of course, we’re not saying that you’re forgetful). Plus, the longer you subscribe, the more courses and resources you’ll get because we are continually investing in adding new courses and updating existing ones.
With both subscription options you get immediate access to the entire course library as well as access to all additions and updates for as long as you continue to subscribe. For best value we recommend the annual subscription.
You can cancel your subscription at any time by contacting ITC at [email protected]. Your subscription will auto-renew until then. Before you decide to cancel just remember that we’ve got new courses in the pipeline that may be of interest to you. If you want to know what new courses we’re working on you can email us at [email protected] and ask.
Our risk-free 30-day money-back guarantee also applies to our subscription services. If you’ve purchases a monthly or annual subscription you have 30 days from your original date of purchase to contact ITC at [email protected] to request a full refund. All we ask is that you provide us with the reason for your refund request.
Please note, when a subscription is refunded, your account with ITC will be closed. Completion certificate(s) for any courses you may have already completed during your subscription will no longer be accessible. And we will be sad to see you go.
We ask for an explanation because we value your input and it is feedback from clients like you that helps us improve our courses.
If you request a refund, your account will no longer be valid and your certificate of completion will not be accessible.
Yes, ITC can also provide courses through bespoke corporate programs. To find our more please contact us directly at [email protected].
Excellence in Customer Service
- Foundation to Advanced
- 90
- 3 Hours
